Service Satisfaction Survey

Transcription

1 Service Satisfaction Survey May2016 BritHal 1250SiskiyouBlvd Ashland,OR

2 Table of Contents Methodology... 3 Overview of Key Findings How often do you use the Service Center? How often do you contact the Service Center for the following services? What is your preferred way to communicate with the Service Center? What is your preferred way to receive information from the Service Center? Please rate Service Center Purchasing and Contracting (Support Specialists) staff in the following:.. 9 5a. Responds in a timely manner b. Handles my issues to my satisfaction c. Are professional d. Are knowledgeable e. Provides great customer service f. Mean ranking of series 5 statements Please rate Service Center Account and Budget staff in the following: a. Responds in a timely manner b. Handles my issues to my satisfaction c. Are professional d. Are knowledgeable e. Provides great customer service f. Mean ranking of series 6 statements Please rate Service Center Human Resources staff in the following: a. Responds in a timely manner b. Handles my issues to my satisfaction c. Are professional d. Are knowledgeable e. Provides great customer service f. Mean ranking of series 7 statements Please rate Service Center Payroll staff in the following: a. Responds in a timely manner b. Handles my issues to my satisfaction c. Are professional Service Satisfaction Survey- SOU Service Center 1

3 8d. Are knowledgeable e. Provides great customer service f. Mean ranking of series 8 statements Please rate Service Center Front Desk staff in the following: a. Responds in a timely manner b. Handles my issues to my satisfaction c. Are professional d. Are knowledgeable e. Provides great customer service f. Mean ranking of series 9 statements Please rate the Service Center in the following: a. I know who to contact in the Service Center b. Service Center provides clear information on procedures and policies c. Service Center provides useful support for my operational needs d. I am comfortable in approaching the Service Center when I have a question or issue e. Overall, my experiences with the Service Center have been positive f. Mean ranking of series 10 statements Do you have positive comments that you would like to pass on? Please tell us what you think can be done to improve the Service Center services Additional Comments In which area do you work? What is your position? How long have you worked for SOU? Service Satisfaction Survey- SOU Service Center 2

4 Methodology The Service Center was implemented in July 2014 to meet the business operational needs of departments on the Southern Oregon University campus. A satisfaction survey of faculty and staff was issued in September 2014 to determine a baseline of satisfaction levels with the Service Center and identify actionable areas for focus on improvement. Focusing on continuous improvement of processing and reporting, with particular emphasis on meeting departmental functional needs with university, state, and federal policies, the Service Center issued a third survey in May This survey utilized questions from the September 2014 and May 2015 assessments to establish a base comparison of growth, but expanded on some questions to focus insight on perceptions of specific areas within the Service Center. The questionnaire consisted of 34 multiplechoice questions and 2 open-ended questions. On May 4th, an invitation to participate in the survey was included in the monthly Service Center Newsletter, along with a link, ed to 1088 employees at Southern Oregon University. Of this 1176 in the group, there is a 5% variation of individuals who were inactive. A reminder was issued to this same population on May 23rd. The survey remained open for two weeks. Of the 1176 invitations sent, a total of 85 surveys were completed, a response rate of 7.2 percent. Service Satisfaction Survey- SOU Service Center 3

5 Overview of Key Findings Overall, respondents indicated satisfaction with the Service Center staff and personnel with opportunities for improvement. The survey also indicated areas of frustration with processing and communication. Below are a few key findings in the May 2016 survey. 1. There was a shift upwards from 2015 to 2016 in how often respondents utilized the Service Center (Figure 1). In % of respondents used the Service Center several times a month to several times a week. In 2016 that number increased to 62% in those same categories. 2. Respondents still indicated they utilized Payroll and Purchasing services most with a decrease in the percent utilizing those services from 2015 to 2016 (67.57% to 46.91% and 59.45% to 43.68% respectively). Contracting and Other services were utilized the least again in was still ranked the preferred way to both communicate with and receive information from the Service Center (Figures 3 and 4). 4. New this year was dividing May 2015 series 5 statements (rating all Service Center staff) into the specific Service Center areas (Support Specialists, Account and Budget, Human Resources, Payroll, and Front Desk). These responses (series 5, 6, 7, 8, and 9) allowed for greater feedback from the campus on individuals rather than the group. Some specific results from the areas showed: a. Respondents felt the Support Specialists and Payroll groups were strong with professionalism and providing great customer service (Figures 11 and 29). b. The Account and Budget and Front Desk areas ranked at or just below the mean average of Agreed for all statements (Figures 17 and 35). c. Respondents had ranked the Service Center Human Resources area in all areas between Agreed and Neither agree nor disagree making this the area for greatest opportunity (Figure 23). 5. The overall median ranking for the series of statements about the Service Center dropped from 2015 to 2016, with the overall average going down points. As in 2015, the top scoring statements were I am comfortable in approaching the Service Center when I have a question or issue (median rank in 2015 at and ) and Overall, my experiences with the Service Center have been positive ( median rank in 2015 at and ). The statement with the greatest opportunity was again Service Center provides clear information on procedures and policies (2015 median rank of and ). 6. In the open-ended comments, respondents again related similar themes as in 2015: friendly staff with eye towards good customer service. 7. Respondents indicated that the Service Center had the opportunity to improve training and knowledge amongst staff, as well as better develop professionalism and response times to queries. Service Satisfaction Survey- SOU Service Center 4

6 1. How often do you use the Service Center? Figure 1 shows representation of the frequency respondents utilize the Service Center. Of the 85 users who answered the question, a majority (62%) utilize services between several times a month and several times a week. Figure 1 Service Satisfaction Survey- SOU Service Center 5

7 2. How often do you contact the Service Center for the following services? Figure 2 shows what services the respondents use in the Service Center. Most clients utilize Payroll (46.91%) and Purchasing (43.68%) with responses between Sometimes and Always. The least utilized services are Other (19.17%) and Contracting (25.57%) with responses between Sometimes and Always. Figure 2 Service Satisfaction Survey- SOU Service Center 6

8 3. What is your preferred way to communicate with the Service Center? Figure 3 indicates respondents preferred way to communicate with Service Center staff. The most preferred way is through (64.71%) with coming in person (18.82%) next. Figure 3 Service Satisfaction Survey- SOU Service Center 7

9 4. What is your preferred way to receive information from the Service Center? Figure 4 indicates how the respondents like to receive their information from the Service Center. is the most preferred way by a large margin (82.35%) with phone calls and in person being a distant second at 5.88% each. Figure 4 Service Satisfaction Survey- SOU Service Center 8

10 5. Please rate Service Center Purchasing and Contracting (Support Specialists) staff in the following: The series 5 statements address perception of the Service Center Support Specialists and how they address the client s needs. This is different than the past two surveys where staff interaction was combined into one category. 5a. Responds in a timely manner Figure 6 details how the respondents feel Support Specialists respond to their queries in an efficient manner. A majority (85.19%) of the clients replying agreed or strongly agreed that the Service Center Purchasing and Contracting staff is timely in responding. Figure 6 Service Satisfaction Survey- SOU Service Center 9

11 5b. Handles my issues to my satisfaction Figure 7 relates information on how the respondents thought about Support Specialists handling their questions and concerns. Again, a majority of responses (81.48%) indicated they agreed or strongly agreed that staff handles these Figure 7 Service Satisfaction Survey- SOU Service Center 10

12 5c. Are professional Figure 8 relates to how respondents think about the professionalism of the Purchasing and Contracting Staff. A high percentage (86.79%) of the 53 clients that answered this question agreed or strongly agreed the staff is professional. Figure 8 Service Satisfaction Survey- SOU Service Center 11

13 5d. Are knowledgeable Figure 9 shows what respondents think of the knowledge base of the Support Specialists. Again, a majority (83.02%) of the 53 clients responding to the question agreed or strongly agreed. Figure 9 Service Satisfaction Survey- SOU Service Center 12

14 5e. Provides great customer service Figure 10 shows what respondents thought of the customer service provided by the Support Specialists. Again, a majority (83.02%) of the 53 clients responding to the question agreed or strongly agreed. Figure 10 Service Satisfaction Survey- SOU Service Center 13

15 5f. Mean ranking of series 5 statements Figure 11 shows the mean ranking for the series 5 statements that address how respondents felt about Service Center Purchasing and Contracting staff. With a ranking of 1- Strongly Disagree and 5- Strongly Agree, the median of respondents agreed with the statements, with Responds in a timely manner ranking the lowest at just above agreed. Figure 11 Service Satisfaction Survey- SOU Service Center 14

16 6. Please rate Service Center Account and Budget staff in the following: The series 6 statements address perception of the Service Center Account and Budget Specialists and how they address the client s needs. This is different than the past two surveys where staff interaction was combined into one category. 6a. Responds in a timely manner Figure 12 details how the respondents feel Account and Budget Specialists respond to their queries in an efficient manner. A majority (82.00%) of the clients replying agreed or strongly agreed that the Service Center Purchasing and Contracting staff is timely in responding. Figure 12 Service Satisfaction Survey- SOU Service Center 15

17 6b. Handles my issues to my satisfaction Figure 13 relates information on how the respondents thought about how Account and Budget Specialists handled their questions and concerns. Again, a majority of responses (78%) indicated they agreed or strongly agreed that staff handles these. However, a larger portion (14%) neither agreed nor disagreed with this statement. Figure 13 Service Satisfaction Survey- SOU Service Center 16

18 6c. Are professional Figure 14 relates to how respondents thought about the professionalism of the Account and Budget Staff. A high percentage (80.00%) of the 50 clients that answered this question agreed or strongly agreed the staff is professional. Figure 14 Service Satisfaction Survey- SOU Service Center 17

19 6d. Are knowledgeable Figure 15 shows what respondents thought of the knowledge base of the Account and Budget Specialists. Again, a majority (76.00%) of the 50 clients responding to the question agreed or strongly agreed. However, again a larger portion of the remainder (14%) neither agreed nor disagreed with this statement. Figure 15 Service Satisfaction Survey- SOU Service Center 18

20 6e. Provides great customer service Figure 16 shows what respondents thought of the customer service provided by the Account and Budget Specialists. Again, a majority (76.00%) of those responding to the question agreed or strongly agreed. A greater proportion of the remaining (16%) neither agreed nor disagreed. Figure 16 Service Satisfaction Survey- SOU Service Center 19

21 6f. Mean ranking of series 6 statements Figure 17 shows the mean ranking for the series 6 statements that address how respondents felt about Service Center Account and Budget staff. With a ranking of 1- Strongly Disagree and 5- Strongly Agree, the median being at or just below agreed with the statements, with Are knowledgeable ranking the lowest. Figure 17 Service Satisfaction Survey- SOU Service Center 20

22 7. Please rate Service Center Human Resources staff in the following: The series 7 statements address perception of the Service Center Human Resources Specialists and how they address the client s needs. This is different than the past two surveys where staff interaction was combined into one category. 7a. Responds in a timely manner Figure 18 details how the respondents felt Service Center Human Resources Specialists respond to their queries in an efficient manner. Just over half (53.58%) of the 56 clients replying agreed or strongly agreed that the Service Center Purchasing and Contracting staff is timely in responding. A third of respondents (32.15%) disagreed or strongly disagreed with this statement. Figure 18 Service Satisfaction Survey- SOU Service Center 21

23 7b. Handles my issues to my satisfaction Figure 19 relates information on how the respondents thought about Human Resource Specialists handling their questions and concerns. Just under two thirds of responses (60.71%) indicated they agreed or strongly agreed. Figure 19 Service Satisfaction Survey- SOU Service Center 22

24 7c. Are professional Figure 20 relates to how respondents thought about the professionalism of the Human Resources Staff. Just over two thirds (67.28%) of the 55 clients that answered this question agreed or strongly agreed the staff is professional. Figure 20 Service Satisfaction Survey- SOU Service Center 23

25 7d. Are knowledgeable Figure 21 shows what respondents think of the knowledge base of the Human Resources Specialists. Again, a majority (83.02%) of the 53 clients responding to the question agreed or strongly agreed. Figure 21 Service Satisfaction Survey- SOU Service Center 24

26 7e. Provides great customer service Figure 22 shows what respondents thought of the customer service provided by the Human Resources Specialists. Again, just over half (56.36%) of the 55 clients responding to the question agreed or strongly agreed. An equivalent amount (16.36%) neither agreed nor disagreed or disagreed with this statement. Figure 22 Service Satisfaction Survey- SOU Service Center 25

27 7f. Mean ranking of series 7 statements Figure 23 shows the mean ranking for the series 7 statements that address how respondents felt about Service Center Human Resources staff. With a ranking of 1- Strongly Disagree and 5- Strongly Agree, the median of respondents were between neither agreeing nor disagreeing and agreeing, with Responds in a timely manner being the lowest. Figure 23 Service Satisfaction Survey- SOU Service Center 26

28 8. Please rate Service Center Payroll staff in the following: The series 8 statements address perception of the Service Center Payroll Specialists and how they address the client s needs. This is different than the past two surveys where staff interaction was combined into one category. 8a. Responds in a timely manner Figure 24 details how the respondents feel Payroll Specialists respond to their queries in an efficient manner. A majority (87.93%) of the clients replying agreed or strongly agreed that the Service Center Payroll staff is timely in responding. Figure 24 Service Satisfaction Survey- SOU Service Center 27

29 8b. Handles my issues to my satisfaction Figure 25 relates information on how the respondents thought about Payroll Specialists handling their questions and concerns. Again, a majority of responses (87.93%) indicated they agreed or strongly agreed that staff handles these Figure 25 Service Satisfaction Survey- SOU Service Center 28

30 8c. Are professional Figure 26 relates to how respondents thought about the professionalism of the Payroll Staff. A high percentage (87.93%) of the 59 clients that answered this question agreed or strongly agreed the staff is professional. Figure 26 Service Satisfaction Survey- SOU Service Center 29

31 8d. Are knowledgeable Figure 27 shows what respondents thought of the knowledge base of the Payroll Specialists. Again, a majority (87.93%) of the 59 clients responding to the question agreed or strongly agreed. Figure 27 Service Satisfaction Survey- SOU Service Center 30

32 8e. Provides great customer service Figure 28 shows what respondents thought of the customer service provided by the Payroll Specialists. Again, a majority (88.14%) of the 59 clients responding to the question agreed or strongly agreed. Figure 28 Service Satisfaction Survey- SOU Service Center 31

33 8f. Mean ranking of series 8 statements Figure 29 shows the mean ranking for the series 8 statements that address how respondents felt about Service Center Payroll staff. With a ranking of 1- Strongly Disagree and 5- Strongly Agree, the median of respondents agreed with the statements, with Handles my issue to my satisfaction ranking the lowest. Figure 29 Service Satisfaction Survey- SOU Service Center 32

34 9. Please rate Service Center Front Desk staff in the following: The series 9 statements address perception of the Service Center Front Desk staff and how they address the client s needs. This is different than the past two surveys where staff interaction was combined into one category. 9a. Responds in a timely manner Figure 30 details how the respondents felt Front Desk staff responded to their queries in an efficient manner. A majority (76.00%) of the clients replying agreed or strongly agreed that the Service Center Front Desk staff is timely in responding. A large portion (18%) neither agreed nor disagreed. Figure 30 Service Satisfaction Survey- SOU Service Center 33

35 9b. Handles my issues to my satisfaction Figure 31 relates information on how the respondents thought about Front Desk staff handling their questions and concerns. Again, a majority of responses (74.51%) indicated they agreed or strongly agreed. A large portion of the remaining (17.65%) neither agreed nor disagreed. Figure 31 Service Satisfaction Survey- SOU Service Center 34

36 9c. Are professional Figure 32 relates to how respondents thought about the professionalism of the Front Desk staff. A high percentage (74.54%) of the 54 clients that answered this question agreed or strongly agreed the staff is professional. Figure 32 Service Satisfaction Survey- SOU Service Center 35

37 9d. Are knowledgeable Figure 33 shows what respondents think of the knowledge base of the Front Desk staff. Two thirds (66.04%) of the 54 clients responding to the question agreed or strongly agreed. A high percentage (22.64%) neither agree nor disagree. Figure 33 Service Satisfaction Survey- SOU Service Center 36

38 9e. Provides great customer service Figure 34 shows what respondents thought of the customer service provided by the Front Desk staff. Again, a majority (75.93%) of the 54 clients responding to the question agreed or strongly agreed. Figure 34 Service Satisfaction Survey- SOU Service Center 37

39 9f. Mean ranking of series 9 statements Figure 35 shows the mean ranking for the series 9 statements that address how respondents felt about Service Center Front Desk staff. With a ranking of 1- Strongly Disagree and 5- Strongly Agree, the median of respondents agreed with the statements, with Are knowledgeable ranking the lowest at below agreed. Figure 35 Service Satisfaction Survey- SOU Service Center 38

40 10. Please rate the Service Center in the following: The series 10 statements address perception of the Service Center and how it meets the client s expectations. 10a. I know who to contact in the Service Center Figure 36 shows if clients are knowledgeable about their contacts within the Service Center. Just under two thirds of the 69 respondents (65.22%) agreed or strongly agreed that they knew who to contact in the Service Center for their questions. A large portion of the remainder (21.74%) neither agreed nor disagreed. Figure 36 Service Satisfaction Survey- SOU Service Center 39

41 10b. Service Center provides clear information on procedures and policies Figure 37 shows what the clients think of policy and procedure direction coming from the Service Center. Less than half of the 69 respondents (46.37%) agreed or strongly agreed that the Service Center provided clear direction. A high amount of respondents (34.78%) neither agreed nor disagreed with the statement. Figure 37 Service Satisfaction Survey- SOU Service Center 40

42 10c. Service Center provides useful support for my operational needs Figure 38 indicates whether respondents believe the Service Center provides useful operational support for their departments. Just under two thirds (62.32%) of the 69 clients agreed or strongly agreed that the Service Center provides useful support. A large portion of the remaining one third (21.74%) neither agreed nor disagreed with this statement. Figure 38 Service Satisfaction Survey- SOU Service Center 41

43 10d. I am comfortable in approaching the Service Center when I have a question or issue Figure 39 addresses how comfortable clients are with utilizing Service Center when they have questions or issues. A majority (76.81%) agreed or strongly agreed with the statement. Figure 39 Service Satisfaction Survey- SOU Service Center 42

44 10e. Overall, my experiences with the Service Center have been positive Figure 40 indicates whether clients have overall positive interactions with the Service Center. Again, a majority (72.47%) of the 69 respondents agreed or strongly agreed that they have had constructive exchanges with staff. Figure 40 Service Satisfaction Survey- SOU Service Center 43

45 10f. Mean ranking of series 10 statements Figure 41 shows the mean ranking for the series 10 statements that address how respondents felt about Service Center. With a ranking of 1- Strongly Disagree and 5- Strongly Agree, the median of respondents either agreed or neither agreed or disagreed with the statements, with providing clear information on procedures and polices ranking the lowest and comfort approaching Service Center the highest. Figure 41 Service Satisfaction Survey- SOU Service Center 44

46 11. Do you have positive comments that you would like to pass on? Of the 85 respondents, 25 issued comments in this field. The overall feedback had not changed much from the May 2015 survey responses. Common themes are positive, customer service driven, and helpful staff. Many appreciated the effort of staff to answer questions in a complicated, challenging environment. 12. Please tell us what you think can be done to improve the Service Center services Of the 85 respondents, 22 input comments in this open-ended field. Some of the reoccurring common themes of constructive feedback from the May 2015 survey included continued focus on training and professional development of Service Center staff and continual improvement of processes and communication of those processes. Another common theme new in this survey is Service Center response time could be improved. Some comments that touch on these areas include: Informing campus when rules and requirements are changed Redesign of forms Loss of paperwork between departments and Service Center Better training of Service Center staff in processes and procedures Better training of Service Center in customer service and professionalism 13. Additional Comments Of the 85 respondents, 8 left additional comments for the Service Center. These comments varied from reiterating positive interaction with Service Center staff to expressing frustration with processing through the Service Center. Some comments referred to deficiencies in customer service at the front counter leading to confusion and unnecessary delays. Service Satisfaction Survey- SOU Service Center 45

47 14. In which area do you work? Figure 41 indicates the breakdown to which area the respondents work at the university. Figure 41 Service Satisfaction Survey- SOU Service Center 46

48 15. What is your position? Figure 42 indicates which employment class the respondents work. Figure 42 Service Satisfaction Survey- SOU Service Center 47

49 16. How long have you worked for SOU? Figure 43 indicates the length of time the respondents have worked for Southern Oregon University. Figure 43 Service Satisfaction Survey- SOU Service Center 48